#Japan #Osaka #Microsoft Teams #Media Fusion #MF User Support

Media Fusion to Provide MF User Support Management DX System

Media Fusion Co., Ltd., headquartered in Osaka, has announced the launch of its new product, the MF User Support Management DX System, scheduled for release on July 31, 2026. This innovative Teams application is designed to automate the setup of support environments tailored for individual customers on Microsoft Teams. By integrating ticket management, document sharing, and progress tracking all in one place, this system aims to simplify and enhance the user support experience.

The Challenge for User Support Operations

When it comes to user support, there are several ongoing tasks that need to be managed continuously, such as tracking inquiry response history (ticket management), assigning staff, visualizing progress and status, and sharing relevant documents. Traditional support management approaches often lead to various challenges, including:

• - Fragmentation of information across inquiry management, file sharing, emails, and chat, making it difficult to have a holistic view.
• - Difficulty in tracking past responses and the decision-making processes involved.
• - Time-consuming handovers during staff changes.
• - Increasing costs for dedicated tools as the number of users grows.

Media Fusion has faced these challenges within its own operations as well, often relying on JIRA—a widely used task management SaaS—to manage development and maintenance tasks. However, they found that relying solely on JIRA made it difficult to manage customer-specific document sharing, handovers of deliverables, and ongoing information sharing with clients, leading to the use of SharePoint for folder sharing and email as supplementary tools.

Driving Support DX with Teams

To tackle these challenges and realize a digital transformation (DX) in support operations, Media Fusion focused on Microsoft Teams, a communication platform widely adopted for daily tasks. They commenced pilot testing its application in support operations. As a result, the MF User Support Management DX System was developed, allowing for integrated management of inquiry response history, customer-specific contact points, related documentation, staff assignments, and progress tracking—all accessible through Teams.

Key Features and Benefits

The MF User Support Management DX System offers several significant advantages:
1. Automated Setup for Support: Customers can create dedicated Teams environments by simply inputting data into a customer ledger template. This process automatically generates both the Teams team and deploys the Teams app in one step.
2. Centralized Visibility of Support Operations: The app provides clear visualization of ticket registration statuses from inquiry submissions to closing, making it easier for teams to understand progress at a glance.
3. Collaborative Environment for All Stakeholders: Multiple representatives from the customer side can join the Teams space, facilitating seamless communication for inquiries and document sharing among all involved parties.
4. Consistency in Support Quality: Features such as staff assignment, status management, workload logging, project number allocation, and daily reporting can be managed in a unified flow, ensuring seamless transitions even with different personnel.
5. Cost Efficiency through Microsoft 365: By leveraging Microsoft 365 and Teams, businesses can mitigate costs associated with usage-based, dedicated SaaS tools.
6. Multilingual Support: The system accommodates Japanese, English, and Vietnamese, enhancing communication for foreign staff while automatically displaying phonetic guides for Japanese kanji.

Usage Scenario

In practice, this system will enable the creation of dedicated Teams channels based on customer or product specifications, allowing customer representatives, support staff, and support administrators to share information in a cohesive environment. Customers can register tickets while support personnel can log their activities and progress, and Team managers can obtain an overview of team status, assignments, and time tracking.

Intended Use Cases

The MF User Support Management DX System is suitable for various sectors, including:

• - System Development and Operations: Creating support channels for each maintenance contract, managing inquiries, issues, relevant documents, and response histories with clients.
• - SaaS and Cloud Providers: Managing inquiry histories and version information by creating dedicated channels for each customer.
• - Manufacturing Support: Centralizing the support channels for large products, making it easier to share technical documents and respond to inquiries.
• - University and Local Government System Management: Generating support channels for business system operations, sharing records of inquiries and issues related to networks, vulnerabilities, and system integrations.

Product Overview

• - Product Name: MF User Support Management DX System
• - Key Functions:

1. Ticket registration and management on Teams.
2. Visualization of statuses and progress on Teams.
3. Assignment of personnel and escalation management.
4. Recording of work hours, project numbers, and daily reports.
5. Automated creation of Teams environments and app distribution based on a customer ledger template.
6. Flexible management data fields with a custom data structure design tool.
7. Integration with Media Fusion’s server monitoring system for automatic ticket generation.
8. Multilingual support with automatic phonetic spelling for Japanese characters.

• - License Requirements: One license of Power Automate Premium for operational accounts.
• - Target Users: Businesses and organizations providing customer support, help desks, and IT support.
• - Price Range: Starting at 500,000 yen (excluding tax), with multiple plan options depending on functionality.
• - Release Date: July 31, 2026 (Demo Environment available starting August 2026).

Conclusion

The MF User Support Management DX System represents Media Fusion's commitment to enhancing customer support through advanced integration with Microsoft Teams. Designed as a service extension of existing platforms, this innovative system is set to streamline operations and foster seamless communication across diverse teams and stakeholders.
For more information, or to see how the system can fit your organization's needs, visit Media Fusion's official website.